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Friday, February 23rd, 2024 6:43 PM

Closed

Cannot control my son’s device

The page for that person loads so that I can update the settings.

Actual:  An error is displayed "We encountered an issue Try again later" for every household member.  

This has been broken for months.  I have updated the app. I uninstalled and reinstalled the app.  It works fine for my husband on the same Xfinity wifi network.  It works for me on the website, but that is being discontinued.  I need it to work from my phone app so that I can control my son's access remotely.  Please advise, thanks!

Official Employee

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1.6K Messages

9 months ago

@user_7t7tp8 Thank you for reaching out via our Xfinity Forums. I can understand wanting to use this feature remotely. I wish these features were available to me when my children were younger. I would like to take a closer look at your profile and see if there is something that needs to be changed there. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

1 Message

9 months ago

I'm not sure if this is the right place for me to add, but I cannot get onto the purple xfinity app. I am stuck in a loop of logging in but not getting anywhere and cannot get in to control my sons devices either. This will be an issue every day for school. I have deleted and reloaded the purple app on my iPhone three times with different wifi or data only. Please advise! I'm getting pretty desperate. Thank you

Official Employee

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3.8K Messages

Hello @user_wkbvvd! Thanks for taking the time to reach out on our Forums. You have reached the right team and my team is here to support you. I am sorry to hear that you're running into this login loop issue on your end when trying to access your account through the Xfinity app. I definitely know the importance of successfully accessing the Xfinity app and all the available features. 

 

For troubleshooting purposes, are you able to successfully log in to the Xfinity.com website, or do you run into the same thing? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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3 Messages

5 months ago

I’m getting this same error. Were you able to fix it?

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